Willdesk: Live Chat&AI Chatbot

Hi There,

This is Kim from the Willdesk Support Team of Channelwill.

Thank you sincerely for taking the time to share your experience with us. We truly appreciate that you’ve been using the app for the past month, and I’m very sorry for the frustration you’ve encountered. Your feedback is important, and I want to reassure you that you have not been ignored.

📝 Regarding the points you raised:

Staff Editing/Adding Macros
The development team has carefully reviewed this request, and they confirmed that the current system is built with this behavior by design. Allowing agents to edit macros would require significant changes to our overall permission structure, which is unfortunately quite complex and not something we can safely modify at this time.

That said, we truly understand how valuable this capability would be for your workflow. While we’re not able to adjust the feature right now, we have added your feedback to our list of future enhancement considerations so it can be part of upcoming optimization discussions.

Please know that your input is appreciated — it genuinely helps us shape the direction of our improvements.

Notes Section Size & Character Limit
Regarding your request to remove the character limit for notes, our development team has shared that the current system architecture requires this limitation in order to maintain performance and stability across all accounts.

I completely understand how helpful a larger note field would be for your workflow, and I’m sorry that we’re not able to adjust this feature at this time. Please rest assured that your suggestion has been added to our official list of feature requests, where it will be reviewed during future planning and improvement discussions.

I completely understand your concern about future issues, and I’m truly sorry that you haven’t seen progress yet. We are committed to improving these features, and your reports have been instrumental in helping us move in the right direction.

If you’re open to it, I would be happy to keep you updated as these improvements roll out. Please feel free to reach out anytime — I’m here to support you.

Thank you again for your patience and for being a valued user of our app.

Thank you so much for your incredible review! 🙌

We’re thrilled to hear that you’re loving the AI capabilities and the overall experience with our helpdesk app. It’s our mission to make support faster, smarter, and more seamless for you and your customers—and it’s amazing to know the features and real-time takeover alerts are making a real difference for your business.

If there’s ever anything we can do to support you further, we’re always here to help. Thanks again for being a part of our community! 💙

Best Regards,

Kim|Willdesk Team

Thank you for taking the time to leave a very nice review! We really appreciate the feedback and making the best user experience is our primary goal. We aim to continue to improve the services we are providing and we are glad that you are happy with the support provided.

Regarding logs and analytics, kindly send us a message with details and specifics of your request and we will be happy to discuss this with the team if this is something that needs to be added in the app.

Thank you again!

Emma
Willdesk Customer Support of Channelwill